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Hello! My name is Moiz, and I'm the Help-desk manager at Micro Technologies. Our operation plans are based on the HDI and ITIL for the year of 2017 as follows: 1.﻿We plan on reducing the turnaround time for each ticket/request from the customer. 2.We will implement a new service automation system to enhance customer response time. 3.we will implement an optional survey in order to record the current customer satisfaction statistic. 4.We would like to have an abundant access to resources.

Our mission. To maintain efficiency and reliability by establishing risk assessment strategies, providing excellent customer support and ensuring that all standards of quality are met. Our vision. Our vision is to establish and expand our presence in the IT industry by offering consistent quality of service, reasonable costs and easy to access. We want to build long lasting relationships with our current clientele. We strive on this principle to provide highest quality of service.

SMART GOAL 1:Reducing the turnaround time for each ticket/request from the customer﻿. HOW TO ACHIEVE CUSTOMER BENEFIT?Identifying the percentage of incidents resolved during the initial contact would greatly help saving costs and time for customers and for our organizational needs and upgrading our ticketing system to serve each customer immediately so that we will not miss any cases.

SMART GOAL 2:﻿ Implementing a new service automation system to enhance customer response time. HOW TO ACHIEVE CUSTOMER BENEFIT? Data relating to calls, tickets, and voice messages will be collected at the end of each month and will be analyzed and compared to the previous month as well as over the same period in 2018.

SMART GOAL 3:﻿ Implementing an optional survey in order to record the current customer satisfaction statistic. HOW TO ACHIEVE CUSTOMER BENEFIT? ​If customer satisfaction increases by a significant margin, clients will have confidence in our efforts. This will make the customers feel important because they will know that we are considering what they want.

SMART GOAL 4:﻿Abundant access to people, their processes, and technological resources. HOW TO ACHIEVE CUSTOMER BENEFIT? By having abundant access to resources, it will increase the support center's efficiency and productivity. These are my goals as the company progresses. Thank you for listening and have a good day!